2020_A Study on Service Quality and Customer Satisfaction Towards Local Government Authority in Majlis Bandaraya Kuala Terengganu
| Format: | General Document |
|---|
| _version_ | 1860798129997086720 |
|---|---|
| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2022-11-22 |
| format | General Document |
| id | 16081 |
| institution | UniSZA |
| originalfilename | A STUDY ON SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARDS LOCAL GOVERNMENT AUTHORITY IN MAJLIS BANDARAYA KUALA TERENGGANU (MASTER_2020).pdf |
| person | Husna Adibah Binti Saad |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16081 |
| sourcemedia | Server storage Scanned document |
| spelling | 16081 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16081 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.5 Customer satisfaction Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 2.3.4; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) Copyright©PWB2025 Customer Satisfaction 2022-11-22 103 A STUDY ON SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARDS LOCAL GOVERNMENT AUTHORITY IN MAJLIS BANDARAYA KUALA TERENGGANU (MASTER_2020).pdf Husna Adibah Binti Saad Service Quality Local Government Authority Majlis Bandaraya Kuala Terengganu Municipal services—Quality control—Malaysia—Kuala Terengganu Local government—Malaysia—Kuala Terengganu Public administration Citizen participation 2020_A Study on Service Quality and Customer Satisfaction Towards Local Government Authority in Majlis Bandaraya Kuala Terengganu Local governments are known as an important agency in providing services to the citizens and critical element in this regard it is the quality of the services rendered by these agencies. There are 149 local government that exist in Malaysia. Due to the large population in local authorities, the study is only focusing on the Eastern Local Authority by selecting Majlis Bandaraya Kuala Terengganu as the case study. Majlis Bandaraya Kuala Terengganu is the biggest local government authority in Terengganu State as it covers two districts which are Kuala Terengganu and Kuala Nerus with the population of 383,600. This study is conducted to examine the customer satisfaction level towards the service provided by Majlis Bandaraya Kuala Terengganu, the relationships between all five dimensions of service quality (tangibility, reliability, responsive, assurance and empathy) and to determine the dominant factor that affect customer satisfaction. A total of 335 completed questionnaires were collected and was analysed using Statistical Package of Social Sciences (SPSS) software Version 23.0. In this study, the descriptive statistic, Cronbach’s alpha, Pearson Correlation, T-Test, ANOVA and multiple linear regression test are done. From this study, the findings showed that all the five dimensions of service quality have significant impact towards customer satisfaction level. Furthermore, it was found that the empathy dimension is the most dominant factor out of five dimensions. Therefore, in the end of this study, relevant recommendations were proposed to Majlis Bandaraya Kuala Terengganu in order to be relevant in providing services towards the citizens. Dissertations, Academic Thesis |
| spellingShingle | 2020_A Study on Service Quality and Customer Satisfaction Towards Local Government Authority in Majlis Bandaraya Kuala Terengganu |
| state | Terengganu |
| subject | Customer satisfaction Municipal services—Quality control—Malaysia—Kuala Terengganu Local government—Malaysia—Kuala Terengganu Public administration Citizen participation Dissertations, Academic |
| summary | Local governments are known as an important agency in providing services to the citizens and critical element in this regard it is the quality of the services rendered by these agencies. There are 149 local government that exist in Malaysia. Due to the large population in local authorities, the study is only focusing on the Eastern Local Authority by selecting Majlis Bandaraya Kuala Terengganu as the case study. Majlis Bandaraya Kuala Terengganu is the biggest local government authority in Terengganu State as it covers two districts which are Kuala Terengganu and Kuala Nerus with the population of 383,600. This study is conducted to examine the customer satisfaction level towards the service provided by Majlis Bandaraya Kuala Terengganu, the relationships between all five dimensions of service quality (tangibility, reliability, responsive, assurance and empathy) and to determine the dominant factor that affect customer satisfaction. A total of 335 completed questionnaires were collected and was analysed using Statistical Package of Social Sciences (SPSS) software Version 23.0. In this study, the descriptive statistic, Cronbach’s alpha, Pearson Correlation, T-Test, ANOVA and multiple linear regression test are done. From this study, the findings showed that all the five dimensions of service quality have significant impact towards customer satisfaction level. Furthermore, it was found that the empathy dimension is the most dominant factor out of five dimensions. Therefore, in the end of this study, relevant recommendations were proposed to Majlis Bandaraya Kuala Terengganu in order to be relevant in providing services towards the citizens. |
| title | 2020_A Study on Service Quality and Customer Satisfaction Towards Local Government Authority in Majlis Bandaraya Kuala Terengganu |
| title_full | 2020_A Study on Service Quality and Customer Satisfaction Towards Local Government Authority in Majlis Bandaraya Kuala Terengganu |
| title_fullStr | 2020_A Study on Service Quality and Customer Satisfaction Towards Local Government Authority in Majlis Bandaraya Kuala Terengganu |
| title_full_unstemmed | 2020_A Study on Service Quality and Customer Satisfaction Towards Local Government Authority in Majlis Bandaraya Kuala Terengganu |
| title_short | 2020_A Study on Service Quality and Customer Satisfaction Towards Local Government Authority in Majlis Bandaraya Kuala Terengganu |
| title_sort | 2020_a study on service quality and customer satisfaction towards local government authority in majlis bandaraya kuala terengganu |